Where do I start, I wouldn’t even give Jorvik any star reviews! I went into detailed research on these electric trikes they sell and finally made the call to Jorvik to discuss further. After the call I felt reassured and placed the order for 2x JMT-3 Trikes along with the trike trailer. My total order was £5469.97. This was a very large expensive order. I was told I would receive my order on the 15th August. I bought these as a surprise for my partners birthday on the 18th August and then booked an off road trip away with the trikes to give the ultimate experience for my partners birthday. The time was getting closer to receiving delivery so emailed in to get an update as I hadn’t heard anything. I had a response to say that they wouldn’t be in until the 30th August. Bearing in mind I was told the 15th and had the trip booked for the 24th August. I replied to say if this is the case please cancel my order and I will look elsewhere. I quickly had a reply to say they would be with me on the 15th August. Anyway the 15th arrived and I had confirmation of delivery and tracking. I also organised my brother to help take delivery. The delivery arrived and the first one was unloaded brand new wrapped in a box. The second one came off the van to see it was strapped on a pallet built. It was hardly wrapped in bubble wrap. On closer inspection I was horrified on what I saw. Firstly the trike arrived with mud over the pedals and tyres. The further I looked at the trike it was severely damaged and marked. There was chips out the alloy wheel rims, several large scratches over the frame and lots of chip marks over the mud guards as well. THE TRIKE HAS BEEN SENT OUT USED AND WAS NOT NEW. The delivery guys even agreed with me and was appalled that Jorvik had tried to send this to me. With this I rejected the delivery. I have been in constant contact with Jorvik via emails and phone calls and the amount of chasing I’ve had to do is unacceptable. The company is being run with no management in as they are all on holiday and was told I have to wait 10 days for one of them to return. This is outrageous as if you went back to a shop to return an item and was told oh come back in 10 days when management is back its disgusting. Bearing in mind they have my money! I have had a nightmare trying to get hold of the CEO of Jorvik which is James Walker and no members of staff had an email for him which is a joke. To this day I have had no reply from James walker which I find totally unprofessional and have had to communicate via Emma Donkin who said she would pass my email complaint on. For someone who is the CEO of Jorvik and your unable to contact them is no acceptable and having to wait for Emma to return is not on. I have taken several pictures of the USED trike that arrived and have so many emails that I have sent them with not all of them being answered. Jorvik pride themselves on customer care and product quality yet I have received none of this and being lied to several times is pathetic. Excuse after excuse I was told my refund was raised on the 26th August which I have in black and white. Emma thought it would be acceptable to do this on the 1st September after she was back in the business as she’s the ONLY management there. Do you really think it’s acceptable to lie to your customers especially when I have email communication to say it was done the 26th. Jorvik are blaming Panther logistics for the issue with the trike and Panther Logistics are blaming Jorvik. Whilst they have it out with each other I have to sit and wait when it’s nothing to do with me. They have a contract with Panther and its them who uses Panther and not me. Why should I have to wait for you to raise a complaint with them? I am YOUR customer and Not Panthers. This has caused me so much upset, stress and issues with my mental health. It’s also ruined my partners birthday and I’m out of pocket for the trip booked away. All I get back from Emma is we are sorry. THATS NOT GOOD ENOUGH! THE WAY YOU HAVE TREATED ME AS A PERSON AND YOUR CUSTOMER IS DISGUSTING. ACTIONS SPEAK LOUDER THAN WORDS! No Response from the CEO as well is appalling. Why would you send out a USED trike to forfill my order, I don’t believe panther has anything to do with it and because I said about cancelling, you’ve decided to send me a demonstrator/used trike. ITS MEANT TO BE BRAND NEW NOT USED. ESPECIALLY FOR THE PRICE I HAVE PAID FOR THESE. Your customer service is appalling and I can see I’m not the only person who’s had major issues with you. Bearing in mind your dealing with vulnerable disabled people as well I dread to think how you’ve mugged them off. Another concern is you don’t answer your phone for warranty claims yet some people can’t do the internet or emails. How can you get in contact when it cuts into answer phone. I WOULD AVOID JORVIK AT ALL COSTS AS MY EXPERIENCE I WILL NEVER GET OVER! 20TH JULY THIS HAS BEEN GOING ON SINCE!